01 - 02 HCM Cloud Ops PDF

Fusion HCM:
Customer Success in the Oracle Cloud
Youtube Video: Get Smart About SaaS and Cloud
Vish Gaitonde, Director - Strategic Alliances

Customer Experience Center of Excellence
1 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. For Internal Use Only
Agenda
1. Customer Experience in the Oracle Cloud
1. The Cloud Customer ‘Journey’
2. Oracle Fusion HCM Cloud Service
2. Customer Lifecycle Management

1. Provisioning and Onboarding
2. Maintenance & Upgrades
3. Limited Availability & Managed Rollouts
3. COE - Implementation Experience and Best Practice Guidelines
Customer Experience in the Cloud
Cloud Customer Success is a Journey
Sustained
Value
Evolution
Adoption
Implementation
Selection
Partners
Consulting Sales
R&D
Customer Support Solution

Success Services Management Customer Consulting
Community
SaaS Basics
Oracle delivers the Software as a Service…
…Customer consumes the Service as a Subscriber
 Oracle publishes policies that cover our service lifecycle processes
– We provision, maintain, and upgrade for you.
 Oracle publishes a schedule for maintaining the software
– Patches to fix problems

– Upgrades to improve software capability or operational infrastructure
 Customer agrees to work within the published schedule, subject to discretionary opt-outs
– E.g. discretionary patch bundles
 Customer (or Partner) plan project milestones to accommodate published maintenance schedule
for Production and Non-Production instances
Fusion HCM Cloud Critical Success Factors
1. Clarity around HCM Cloud/SaaS and what is being implemented
(implementing a Service, not an Application)
2. Using a methodology/approach that is aligned not just with Cloud/SaaS

principles, but also with Oracle’s Fusion HCM Cloud Services
3. Partner and Customer expectations aligned with related operational services

offered, policies, procedures and (best) practices
4. ‘Qualified’ resources (Partner & Customer)
5. Change Management, Project Governance and other key Project Management

functions (e.g. planning, risk management and issue tracking, etc.)
Three-Way Partnership to Deliver Customer Success
Leverage People, Processes and Resources
 People – Leverage Partners, Support,

Education services and Communities.
They are all here to ensure your success
 Process – Understand and adopt
Policies, Procedures and (Best) Practices
of implementation, support and operations
 Resources – Get Familiar with
Guidelines, Content, Tools and
Knowledge Transfer/Education Resources
Plan Design Extend Build Deploy
Customer Lifecycle Management
Oracle Cloud SaaS Environment Basics
 2 environments are provisioned as standard
– Test, (aka Stage), to be used for initial development and then for testing maintenance patches,
upgrades and ongoing customization
– Production, (aka Prod)
– Dev1-n : Optionally, for a fee, Customers can acquire instances for parallel development and testing
 Production refresh to Test (P2T) requires that both instances are at exactly the
same release and patch level
 Customers need their own instance mgmt. strategy for the lifetime of their
service relationship
– Understand our mandated standard monthly maintenance schedule for both Test and Prod
– Understand the option and process to get critical patches as an exception to the monthly schedule
– Understand the conditions attached to exception patching
HCM Cloud Provisioning & On-Boarding
(Required) Post-Provisioning
 Customer Service Admin is provided a link to
the Getting Started Note on MOS
 Single User login provided to Service
Admin to be used for additional setups
(Additional) On Boarding  Getting Started Instructions provided (MOS
Note) to create initial implementation users,
 Sales provides additional information for
security roles, and assignments
Account Assignments (FSM/CE) and
access to Customer Connect  Service Admin receives login to
(Standard) Provisioning MyServices which provides access SFTP
 Notification Portal Welcome Letter sent
server details and ability to reset SFTP
 Customer signs a contract and the Cloud order to Portal Admin (designated by Sales)
password
is booked (booking notification required to  Customer Connect Welcome Email sent
create envs)  Customer Notification Portal Admin
to customer contacts (designated by Sales)
should add backup administrators and
 Sales provides details (service admin contact,  Assignment of FSM/CE other customer contacts & partner contacts to
language packs, etc.) to Provisioning Team receive downtime and upgrade notifications
 FSM contacts customer to setup Getting
 Environment creation process is started Started Presentation  Customer can designate backups for Service
 Customer Service Admin contact receives two Admin, Account Admin in Cloud Portal
emails, one for Prod, then one for Test
NOTE: Verify the env type before setting up
 CSI is activated
10 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. FSM/CE are NA only, but are replaced by CEP/CPA in EMEA and similar roles in J-APAC.
For Internal Use Only
Oracle HCM Cloud Service Engagement
Buy Implement Use
Implementation Partner
Customer Organization
• Sa
Customer Success
Manager
Functional Best
Excellence
Center of
Practices
Technical Best
Practices
My Oracle Support (MOS)
Product Development Operations
Understanding the Issue to Resolution Flow
Customer
Raises SR in MOS with Close SR
Needby, Milestones
Support Update SR and

Provides Issues Identifies and enters
BUG
Customer Customer
Tracking &
Bug Review
Communication
Meeting
Prod. Dev. Prioritize, actions and

Repairs and QA’s follow ups assigned
Issue/Bug
Rel. Mgmt. Plan Weekly Patch Application

Plans and Content and Pods
schedules
patches/bundles
PDIT/DevOps Weekly
Patch Execute Patching (Weekly Report/Notify Patches
Plans and and Monthly bundles) Applied and Exceptions
Executes Approval
Maintenance Meeting
Patching Schedule Example
Month 1, 2014 Month 2, 2014
Week - 1 Week - 2 Week - 3 Week - 4 Week - 1 Week - 2 Week - 3 Week - 4
S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S S M T WT F S
TEST
WPB x.1 WPB x.2 WPB x.3 WPB x.4
MPB 8.1 MPB 8.2
PROD MPB 8.1 MPB 8.2
WPB x.1 WPB x.2 WPB x.3 WPB x.4
P2T P2T
Implementing In Production
(Concurrent Patching Opt-in)
Upgrade Process
3.5 Weeks
Oracle Initiates Upgrade Customer Confirms Oracle Upgrades Test Customer Validates Oracle Upgrades Prod
Communication Schedule Environment Upgrade Environment
• Notification outlines upgrade • Log an SR to confirm or • Tentative downtime: 48hr avg. • Test for regression • Std is 3.5 weeks between
period for your environment request change • Addnl. time req. for LPs • Log critical SRs for Test and Prod Upgrade
upgrade blockers • Weekend downtime
Prior to Test Upgrade Post Test Upgrade

• Develop your strategy and plans for post-upgrade testing • Run your test scripts to validate business processes
• Review test plans/scripts originally prepared for the • Review setup configurations, employee data, reports,
implementation project integrations and security
• Review Readiness communications or training guides to • Verify Single Sign On, Language Packs, Notification,
learn about functional enhancements Logos, etc., as applicable
• Take appropriate action to preserve customizations, • Work with Oracle to resolve critical ‘upgrade-blocker’
extensions and personalization issues, if any
• Log a P2T request, if required; allow for at least 5 weeks • Plan your roadmap for any new feature uptake AFTER
of lead time to schedule Upgrade (Oracle Best Practices suggest that new features
be implemented after the production upgrade)
Limited Availability & Managed Rollouts
 Fusion HCM is quickly moving up the product
evolution curve, through introduction and early
stage adoption. Core applications are in use by
many customers, more applications are more 4 MR
recently introduced. New / 2
 For existing customers live with Fusion HCM Not Live
applications, it is critical that an upgrade supports
all the existing functionality and capabilities
currently in use (no major regressions) Customers
– The segment #1 (current customers with existing/in-
use functionality) is the primary focus of a Limited
Availability (LA) program.
Live 1
 In others cases, users may want or need to LA 3
pioneer specific functionality, either because they
are new to Fusion, or because they require specific
features not available until the new release. In use Functionality New Capabilities
– The segment #2 (new customers, new capabilities) as Product

well as related situations (i.e., current customers
requiring new capabilities), are most appropriately
supported by a Managed Rollout (MR) program.
Implementation Best Practices and the
Fusion HCM Center of Excellence (CoE)
Centre of Excellence (CoE)
 Objectives Team Structure
– Part of the Customer Experience (Cx) team
– Customer Relationship - Manage the
relationship with Oracle for strategic – 3 Regional Teams: Lead by…
customers who are “Cloud Innovators” Jennifer Hechler (NA), Allen Cai (JAPAC) &
– Customer Success - Develop and
Sandy Boyd (EMEA)
Promote: Best Practices, OnBoarding,
Checkpoint Reviews, Transitions, HCM
Cloud KT sessions, Solution Library,  Engagement Model
Whitepapers, etc. – Strategic Customers (Named; CoE)
– Customer Satisfaction - Develop and – Strategic Partners (Leveraged; CoE)
support the HCM online community. – Regional Partner Enablement
Active in Customer Connect and My
Oracle Support forums. Customer • Partner release readiness and comms
advocates to Development, Operations • Training and Rapid Implementation
and Support Guidance
• Facilitate Partner Centre of Excellence
Customer Success Following Best Practices
Buy Implement Use
System Implementation (SI) Partner
Customer Organization
On Boarding Plan Design Extend Build Deploy Transition to Use

• Service Activated • In Production Use
• Connected to Service Checkpoint Reviews • Satisfied and
• Connected to Resources Reference (for Oracle
• Introduce HCM Cloud HCM Expert Services & Partner)
Service Best Practices • Cloud Priority Service
• Assign Success
• Functional setup advice • Troubleshooting setups • Transition to Client
Manager and Client • Custom Solutions
• Technical setup advice Executive
Executive • HCM community guide
- Integration, Security, Rptg
• Getting Started Presn. • Oracle HCM Cloud Live Sessions
HCM Cloud Implementation Best Practice Guidelines
Project Governance
 Change Management (normally owned by the Customer)
– Ensure Change Management activities are identified
– Ensure sufficient and suitably experienced and empowered business personnel
are assigned
– Ensure these activities are not under resourced
 Project Governance
– Ensure there is a Governance model in place that is adequate for size and
scope of the Project (remember SaaS is being implemented, not just software)
– Ensure meetings are scheduled and the correct individuals participate from the
Customer, Partner and if applicable, Oracle
– Ensure the commercial model is SaaS friendly
Project Governance
Executive Organizational Alignment
Sponsors Customer, Partner, Oracle
Set business priorities, goals and objectives

Steering
Committee Funding prioritization and accountability
Enterprise data governance
Plan initiatives and prioritize resources

Engagement
Management
Track progress and monitor value realized
Issue resolution oversight and escalation
Project
Delivery Day-to-day project planning and execution
Working Effectively with Oracle
 Know how to work with Oracle and Oracle’s HCM Cloud service
– Understand the services available from Oracle
– Know how My Oracle Support works and what the escalation procedures are
– Understand who, why, how and when an individual/team becomes engaged
from an Oracle perspective
 Support
– Make use of the various support tools that are available in addition to My
Oracle Support (Support Forums, Customer Connect)#
– Submit Service Requests (SR’s) with sufficient details – do NOT short cut the
Support process
– Understand SR severity and how severities should be set
Working Effectively with Oracle – Cloud Priority Service
Review Oracle Support activity Priority for your SRs above

Assist with critical SRs and Incidents of the same severity
Incidents from other Cloud customers
Oracle Cloud
Priority Service
Approach and Management
– Fit Customer’s business processes to the – Produce strategies as you would for an on
standard applications (not the other way round) premise deployment (specifically: testing
– Ensure the information captured during the
(e.g. UAT, regression), training, data
Sales cycle is not lost migration, integration, environment and
transition to go-live)
– Know and understand the differences between
– Repeatedly remind the wider project team
HCM Cloud/SaaS and traditional on premise
implementations – factor into project plans of the SaaS approach time and time again
– Prioritise gaps and understand how
– Technical stream is most complex, do not under
estimate data migration and integration Oracle manages Enhancement Requests
and how these are scheduled for delivery
 Manage Customer’s expectations,
– Ensure there is contingency built into the
resetting as necessary
project plan
 Know and understand the Support process,
– Plan the support model for post go-live,
the patching and upgrade processes –
factor into project plans well in advance of go-live
Cloud Implementation Methodology
 Implement HCM Cloud with an appropriate SaaS methodology
– Wherever possible, adopt standard business processes using standard out of
the box configuration
– Initial workshops should show the Customer how the applications function out
of the box then challenge, why will the standard way not work for the Customer.
– Keep it simple, keep it simple, keep it simple
– Implement basic features in line with what is needed and then optimise post
go-live – do not try and deliver everything in one phase
– Plan to have an environment, one the Customer can access, up and
running within 2 weeks
– Use the standard setup tools, content setup materials and technical tools
– Document personalizations
Cloud Implementation Methodology
 Identify Checkpoint reviews with your SI partner, help identify project risks and actions
 Share lessons learned from other projects and promote the use of best practices
 Monitor progress of the project and overall success of the solution
 Identify any specialized expert services or solutions that will assist the next stage
Plan Design Extend Build Deploy

Led Does the Is the
Are all high
by your design Production
Scope, priority
leverage best Environment Ready to Go -
Success Resources, extended
practices and configured, Live?
Manager Duration? requirements
proven loaded &
met?
capability? validated?
Staffing and Resourcing
 Staff the Project with qualified resources (taking into account the
support/engagement model post go-live)
– Suitably experienced with availability to support the project and project
timelines
– Ensure training activities need to be just in time
– Don’t under estimate resource needs for the project
– Share learning from one project to another, regardless of geographical
differences
– Participate in the various training and awareness sessions (e.g. this one, HCM
Live Sessions)
– Fusion is new, even though terms across different Oracle HCM systems are
similar, the way things work in Fusion are different
Planning around Maintenance & Patching
 Plan Go-Lives 1 – 2 weeks after Monthly Patch Bundle is applied to

Production
– Latest fixes applied before Go-Live
– Sync up Prod and Test
 Production to Test (P2T) refresh requires same patch level in Prod

and Test
– Perform P2T after Monthly Patch Bundle
– Schedule, plan for P2T well in advance
CoE Looking Ahead…
Continuous Release & Adoption
Scale
1. Support the services that go
with the Customer LifeCycle
Provision, Onboard, Maintain,
Upgrade, and Offboard
2. Develop and promote Best
Scale
Practices in implementation
Adoption
and use
Setups, Integrations,
Reporting, Security
3. Work directly with Cloud
Launch
Innovators
Large or complex strategic
customers, or Early Adopters
of new products
Talent & Core HR Pay T&L etc….
Comp Release
Reference Materials:
 Oracle HCM Cloud Service Overview
This document provides a complete overview of the Oracle HCM Cloud Service, including guidance on the
standard practices, policies and processes for optimal access and use. It also contains links to related
resources and documentation.
 Welcome Note and Getting Started (with Implementation) Presentation

This video and accompanying PDF provide you with information about how to get started with an Oracle HCM
Cloud Service Implementation. The three major topic areas include:
• The Oracle Cloud Service • The HCM Cloud Service • Resources Available to Support your Implementation
 Preparing for your Upgrade

Understand the logistics and how to prepare for your HCM Cloud Service upgrade to Release 8. This session is
critical for all customers who will be upgrading from Release 7 to Release 8.
 Concurrent Patching Option Presentation to Partners – Recording | Presentation

The Concurrent Patching option ensure that the Oracle Applications and Infrastructure Monthly Patch Bundles
are applied to the designated PRODUCTION environment at the same time that these patch bundles would be
applied to your TEST environment(s). It is only applicable during the initial implementation phase of an Oracle
Fusion Cloud Applications implementation.
Additional Resources (5 sources):
oracle.com
 Oracle Cloud Policy documents: http://www.oracle.com/contracts
cloud.oracle.com
 SaaS Readiness for Human Capital Management – Rel8 on cloud.oracle.com
Oracle Applications Customer Connect

 Human Capital Management on Customer Connect
Additional Resources (contd.):
My Oracle Support:
 Guide to the Functional Readme for Fusion HCM Patch Bundles (Doc ID: 1554838.1)
 Cloud Service Requests and Fulfillment for HCM Cloud Service (Doc ID: 1534683.1)
 Fusion HCM Cloud Service Patching Process (Doc ID: 1619092.1)
 Working with Support (Doc ID: 1265130.1)
 Managing Fusion HCM Cloud Service Environments (Doc ID: 1537461.1)
Partner Network (OPN):

 Fusion Learning Center on OPN
 Oracle Fusion HCM Cloud Service Solutions (Fusion HCM Cloud Knowledge Zone)
 Upgrade Corner for Fusion HCM Cloud (on the Fusion HCM Knowledge Zone)

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Fusion HCM:

Customer Success in the Oracle Cloud

Youtube Video: Get Smart About SaaS and Cloud

Vish Gaitonde, Director - Strategic Alliances

2. Customer Lifecycle Management

3. COE - Implementation Experience and Best Practice Guidelines

Customer Support Solution

– We provision, maintain, and upgrade for you.

 Oracle publishes a schedule for maintaining the software

– Patches to fix problems

– E.g. discretionary patch bundles

2. Using a methodology/approach that is aligned not just with Cloud/SaaS

3. Partner and Customer expectations aligned with related operational services

4. ‘Qualified’ resources (Partner & Customer)

5. Change Management, Project Governance and other key Project Management

 People – Leverage Partners, Support,

Plan Design Extend Build Deploy

My Oracle Support (MOS)

Product Development Operations

Support Update SR and

Prod. Dev. Prioritize, actions and

Rel. Mgmt. Plan Weekly Patch Application

PROD MPB 8.1 MPB 8.2

WPB x.1 WPB x.2 WPB x.3 WPB x.4

Prior to Test Upgrade Post Test Upgrade

– The segment #2 (new customers, new capabilities) as Product

On Boarding Plan Design Extend Build Deploy Transition to Use

Set business priorities, goals and objectives

Plan initiatives and prioritize resources

Review Oracle Support activity Priority for your SRs above

Plan Design Extend Build Deploy

 Plan Go-Lives 1 – 2 weeks after Monthly Patch Bundle is applied to

 Production to Test (P2T) refresh requires same patch level in Prod

 Welcome Note and Getting Started (with Implementation) Presentation

 Preparing for your Upgrade

 Concurrent Patching Option Presentation to Partners – Recording | Presentation

Oracle Applications Customer Connect

Partner Network (OPN):

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